Director, Client Operations – Risk & Complexity Enablement

Job not on LinkedIn

🔥 18 hours ago

🇨🇦 Canada – Remote

💵 $120k - $215k / year

⏰ Full Time

🔴 Lead

🎲 Risk

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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BMO U.S.

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🛡️ Insurance

💼 Consulting

📦 Logistics

Insurance • Consulting • Logistics

BMO U. S. is a diversified financial services company operating in the United States. It offers a broad range of financial products and services including personal and business banking, mortgage services, investments, financial planning, insurance, and wealth management. Additionally, it provides commercial loans, commercial mortgages, and other financial solutions tailored for small businesses and large enterprises. The company places a strong emphasis on customer service and offers digital and cross-border banking solutions to meet the needs of diverse clients. BMO U. S. is also involved in asset management and capital markets operations, making it a full-service financial institution.

📋 Description

• Lead the end-to-end InvestorLine operations ecosystem, with accountability for operational excellence, service resilience, risk management, complex client outcomes and execution readiness • Drive continuous improvement across servicing capabilities, controls, workforce effectiveness and operating performance through digital enablement, analytics and process improvement • Lead business operations, risk, fraud, regulatory and complex client resolution capabilities • Partner with the Director, Client Journey, Growth & Modernization to embed approved priorities into frontline execution, controls, training and sustained operating routines • Own service-engine performance and operating performance across assigned InvestorLine operations and specialized support capabilities • Set expectations and operating rhythms for service, productivity, quality, client outcomes, workforce effectiveness and financial performance • Monitor demand, capacity, service levels and emerging issues, leading interventions to stabilize performance and meet commitments • Own operational readiness for launches, market events, volume surges and service disruptions, including contingency and recovery plans • Govern and resolve escalations, complaints, fraud events, regulatory concerns, order-execution issues, non-standard transactions and policy exceptions • Establish decision rights, escalation paths, service standards, playbooks and specialist support for complex matters • Embed risk and control requirements into workflows, technology changes, procedures, training and performance routines • Translate modernization priorities into operational requirements, implementation plans and readiness milestones • Own frontline readiness, capacity, procedures, training, coaching, controls and launch execution • Lead operational planning, workforce forecasting, financial management, portfolio governance and performance reporting • Integrate data sources to provide performance insights, scenarios and recommendations to senior leaders • Establish dashboards and forums tracking commitments, operational benefits, risks, dependencies and decisions • Set expectations and build an accountable, inclusive and high-performing culture • Develop leadership capability and succession depth through coaching, feedback, development plans and talent management • Apply the Risk Management Framework, operate within approved Risk Appetite, and adhere to applicable policies, standards, procedures, laws and regulations

🎯 Requirements

• Typically 9+ years of relevant experience • Post-secondary degree in a related field, or an equivalent combination of education and experience • Extensive leadership experience in financial services operations, contact centre or virtual service delivery, business management, risk, regulatory programs or transformation • Expert knowledge of operational performance, workforce planning, service resilience, process improvement, controls and complex issue resolution • Strong understanding of digital servicing platforms, AI-enabled capabilities, contact centre technology and analytics • Proven success leading cross-functional initiatives, operational readiness, change adoption and sustainable benefit delivery • Strong people leadership, executive communication, influence, negotiation and relationship-management capability • Strong financial and analytical skills, including forecasting, business casing, performance measurement and data-driven decisions • Ability to lead through ambiguity and high-pressure events in a highly matrixed and regulated environment • Experience with Lean, Six Sigma, Agile, Change Management, Program Management or analytics is an asset • Client-centric, risk-aware, outcome-oriented and committed to an inclusive culture of ownership, trust and shared success

🏖️ Benefits

• Performance-based incentives • Discretionary bonuses • Other perks and rewards • Health insurance • Tuition reimbursement • Accident insurance • Life insurance • Retirement savings plans • In-depth training and coaching • Manager support • Network-building opportunities • Accommodations available on request during the selection process